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However, after continued attempts he could not get through to a receptionist.

After two months of trying, he finally got an appointment.

He said: "I was phoning up in the morning and if they had room they usually fit you in.

"But I could never get through to an actual person, I just got the engaged tone. When you do get through, there were no appointments free.

Vicky Ford says Chelmsford "deserves better"

MP for Chelmsford, Vicky Ford, said the city deserves better healthcare:

"I am a passionate supporter and advocate of the NHS. The people of Chelmsford deserve top class health services. Today’s news about the recent CQC inspection and ‘Inadequate’ rating of Sutherland Lodge – one of Chelmsford’s largest GP practices – is very disappointing.

"I know patients will be extremely concerned.

"I am informed that immediate changes have already been made. This means that the most serious matters raised have already been addressed. Both the CCG and NHS England have told me they are working with the provider, Virgin Care Ltd, on an action plan to improve patient care at the Surgery.

"I will want to be certain that this plan is robust and that fundamental improvements are introduced as a matter of urgency.

"In addition, I will be seeking assurances that until Virgin Care Ltd rectifies the situation they will not be able to receive any further contracts from the NHS.

"GPs are at the heart of the health service. It is vital that people can rely on being able to see a GP when they are sick and GPs play a core role in helping us all to stay well.

"I will be seeking regular updates from both the CCG and NHS England to ensure patients are supported, changes are agreed and the improvements are implemented."

"I explained the situation and you would have thought they would have given me an appointment with a doctor. But it was with a nurse who couldn't diagnose me."

On Monday, May 14, a Care Quality Commission (CQC) report was published, revealing that the surgery had been placed in special measures following an inspection in December.

The report showed serious failings across the board, including services for mental health, patient safety and lack of care.

Having left the surgery without a diagnosis, the 62-year-old was sent for a number of x-rays at Broomfield Hospital.

"That took another month," Mr Clark said. "The day I got to the surgery for my appointment with the doctor I walked in there and she said, 'It's a rib'.

"That's all she said. She did not say why the lump was there. So I walked out."

The surgery has said that the current waiting time for an appointment is less than one week.

Time Line

Sutherland Lodge Surgery's controversial past

Funding slashed

In January, 2016, the surgery became the latest victim of government cuts as funding was slashed.

They lost a third of vital funds.

Four GPs leave practice

Following the damaging cuts, four of the surgery's GPs announced they would resign from the practice.

“The loss in funding would mean losing either four of our seven GPs or all our ancillary staff plus nurses, which in turn would mean a severe cut in the services we have worked so hard to develop.

“We do not feel either of these options is sustainable.

“Therefore in order to give their staff the offer of continued employment, the partners gave notice on their contract and will leave on June 30.

“This is not a decision any of us wanted to make and please understand that this decision was not taken without a lot of consultation and heartache.”

MP speaks out

Chelmsford's MP at the time, Sir Simon Burns, said: "The impact the cuts are having are unacceptable. Sutherland Lodge is an innovative, imaginative GP surgery.

"They have done everything that successive governments over the last 25 years have wanted GP practices to do, so for them to have money cleaved back, making it no longer viable to continue, is an absolute nonsense."

NHS England pledge

Carolyn Larsen, head of commissioning for NHS England (East), said: “I can confirm that NHS England has received notice from the partners at Sutherland Lodge Surgery that they wish to terminate their contract to provide GP services.

“Our immediate priority is to secure a new provider to ensure patients have continued access to GP services from July 1.

“We would like to reassure patients that we will work with Mid Essex CCG, practice staff and patients to ensure the continued delivery of high quality GP services in the coming months.”

Patient reaction

Margaret and David Brett, from Great Baddow said: "We have been with the Sutherland Lodge Surgery for more than 40 years and the doctors and practice staff have provided a caring, compassionate service for our family.

"During that time we have built up a good relationship with each succeeding generation of partners, especially the four who have announced their resignation.

"Their departure will be greatly felt by the community through the loss of their expertise, local knowledge and relationships with their patients.

"We feel strongly about the impact of Government policy on local GP services.

"Members of our community feel very anxious about their future health provision, especially as the changes at Sutherland Lodge could have an adverse impact on other local surgeries."

Surgery goes up for sale

In March 2016, the surgery officially goes up for sale.

Chelmsford MP Sir Simon Burns, who had been contacted by some of the 12,000 people on the surgery’s books, said: “It comes as a big surprise to me that the partners have put the surgery on the market at this stage.

“But I can assure patients there will be doctors in place to provide primary care one way or another when the contract ends.

“Having said that, it’s too early to say whether that care will be provided at the surgery’s Baddow Road location, or if patients will have to be relocated elsewhere.

“It’s a possibility that either the new service provider could buy the building or NHS Properties could buy the building.

“I’m due to have a meeting with the four partners and representatives from NHS England at the surgery next week so I expect we’ll know more then.”

Town crier slams 'atrocious' cuts

Baddow Road resident and Chelmsford town crier Tony Appleton, 80, said: “I’ve been going to that GP surgery since I was a baby; I’ve been a patient at Sutherland Lodge for 80-odd years.

“These things are always about money and I think it is absolutely atrocious that a place which looks after so many Chelmsford residents could lose all that funding.

"I own a care home in Baddow Road and we often have GPs from the surgery come and do home visits to see residents.

“On a personal level, I don’t want to have to transfer to another surgery.

“But I don’t even know if that will be the case. All us patients have been left in limbo because nobody has told us exactly what is going on.”

Virgin takeover

In June, 2016, it is announced that Virgin Care Services Ltd will be the new care provider for the surgery.

A statement on the surgery’s website, written by Robert Good, chairman of Sutherland Lodge patient representative group, said: “We are pleased to announce that Virgin Care Services has been confirmed as the preferred bidder to provide GP services for Sutherland Lodge.

“Unfortunately the premises issue has not yet been resolved and we await the outcome of negotiations between the current owners (The Partners) and potential buyers (which may include Virgin).

"We understand a short term lease may also be a possibility.”

Later opening hours announced

In January, 2017, Sutherland Lodge announced that it would be opening from 8am to 8pm on Tuesdays and Thursday, in an attempt to allow commuters and others who find it harder to get to the practice during its usual hours to make an appointment when it suits them.

Special measures

In December, 2017, a CQC inspection was carried out.

The surgery was given an overall rating of 'inadequate'.

It was put in special measures by the health watchdog.

Here are the key areas they failed in:

Are services safe? Inadequate

Are services effective? Inadequate

Are services caring? Requires improvement

Are services responsive to people's needs? Inadequate

Are services well-led? Inadequate

January 2018 inspection

A subsequent inspection the following month found the provider was "continuing to make improvements as identified in their action plan"

July 2018 inspection

At an announced inspection in July, which again was not rated, CQC again found improvements had been made

Latest CQC report

Sutherland Lodge is rated as 'requires improvement' in its latest report and is taken out of special measures

Angered by this, Mr Clark wrote a letter of complaint to Virgin Care Services, who run the surgery.

"They said that they would let me know the outcome of their enquiries within 30 working days," he said. "In the worst scenario, I might not be about in 30 workings days.

A spokesman for Sutherland Lodge Surgery said:

“While we can’t comment on an individual case publicly, we do take all concerns very seriously and would invite Mr Clark to contact us directly so that we can investigate.

“We have a comprehensive improvement plan in place which CQC inspectors acknowledged was making a difference when they visited the practice in January. The current wait for an appointment is less than a week, with appointments bookable online and by phone.”

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"I phoned them up and low and behold, I got an appointment the next day with the doctor.

"She did not really explain anything except that she thought it was a hernia.

"She said to give it three months and I would go for an x-ray."

MP for Chelmsford Vicky Ford sent out a damning message to the care provider after the report was published.

She said the people of Chelmsford “deserve better” and that she would ensure Virgin Care Ltd would no longer receive further contracts from the NHS.

The inspection, which took place on December 7, 2017, was carried out as a direct response after patients raised a number of concerns relating to access, the quality of treatment, the management of prescriptions and delays in referrals.

What Sutherland Lodge will do to improve its rating

A spokesperson for Sutherland Lodge Surgery said: “We were aware of and were addressing issues at the surgery before the CQC’s inspection on December 7.

"We have continued to implement our comprehensive action plan since, taking on board the inspectors’ feedback and the vast majority of improvements have been implemented and inspectors have already acknowledged improvements.”

What improvements will be made?

The report states that during a further inspection on 10 January, inspectors found the surgery had made progress implementing its plan and, therefore, that risks had been reduced.

According to the surgery, improvements it has already made as a result of the feedback from the CQC, include:

A comprehensive training review ensuring all colleagues have received appropriate training for safeguarding and supporting vulnerable patients

A review of all vulnerable patients to ensure they have the support that they need including clinical reviews for patients with dementia, introducing drop-in sessions for people with dementia and their carers and working with the surgery's Patient Participation Group to run additional training for all staff

The surgery says it is systematically reviewing patients with long term conditions, including asthma, running additional clinics for smokers and reviews for patients with learning disabilities

The surgery said it had begun making proactive contact with people who miss an appointment to make sure all its patients get the support they need

The spokesperson added: "Patients who have concerns should speak to practice manager Susan Wray or contact Virgin Care’s Customer Experience Team on 0300 303 9509 who will be able to answer any further concerns or questions they may have.

After hearing of the report, Mr Clark said: "I'm not surprised they are in special measures.

"It's not totally down to the GPs as they are restricted and need more funding. There has to be someting better than what they hand out. They are obliged to give us a certain quality of service."

The report will be revisited in six months, giving the practice time to make the necessary improvements identified in the inspection.